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I made several deposits to my casino account on 28.2.25

Two deposits, one with 62 euros and another with

61 euros were debited from my bank account but the game account

not credited. I complained about this immediately and several times in the casino's chat, but to no avail. I always received only evasive information and requests to persevere. Even sending a copy of the transaction list from my bank account to

their finance department or support was useless. Apart from an acknowledgement of receipt, there was no further response. There are now

Almost 3 weeks have passed in which I am waiting for the credit

Ich habe am 28.2.25 mehrere Einzahlungen auf mein Casino-Konto

getätigt. Zwei Einzahlungen, eine mit 62 Euro und eine weitere mit

61 Euro, wurden meinem Bankkonto belastet aber dem Spielkonto

nicht gutgeschrieben. Ich habe das im Chat des Casinos sofort und auch mehrfach reklamiert. Aber ohne Erfolg. Ich bekam immer nur ausweichende Auskünfte und Durchhalte Aufforderungen. Auch die Übersendung einer Kopie der Umsatzliste von meinem Bankonto an

deren Finanzabteilung bzw. den Support war nutzlos. Außer einer Eingangsbestätigung gab es keine Rückmeldung mehr. Es sind jetzt

nahezu 3 Wochen vergangen in denen ich auf die Gutschrift warte

Dear luckylooser007,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issue with your deposit. I can only imagine how frustrating it must be to have your money disappear without reaching your casino account.

In cases like this, if the deposit was never credited, the best course of action is to contact your payment provider, as they will need to investigate where the funds are. Unfortunately, this process can take some time—often around a month—but they should be able to track what happened to your money. While this is being sorted out, I strongly recommend not making any further deposits to avoid similar issues.

To get a clearer picture of your case, could you please provide the following details?

• When exactly did you make the deposit?
• What payment method did you use (e.g., credit card, e-wallet, bank transfer)?
• Have you contacted the casino about this issue? If so, what did they say?
• Has the amount been deducted from your bank or payment provider, or is it still pending?

If you have any receipts or confirmation emails from your payment provider or the casino, please forward them to [email protected] so we can review them.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Good day,

The two deposits were made on 28.2.25 between 6 and 8 p.m.

I had chosen SEPA transfer as payment method (see also appendix)

I have contacted the casino 15-20 times over the last 3 weeks,

but no binding statements about reasons and credit duration were received.

Even direct contact with the finance department was unsuccessful.No

I received no response, only an automatic receipt notification.

Both amounts were debited immediately

Wolfgang M***

Guten Tag,

die beiden Einzahlungen wurden am 28.2.25 zwischen 18 und 20 Uhr getätigt

als Zahlungsmethode hatte ich Sepa Überweisung (siehe auch Anhang) gewählt

Ich habe das Casino im Laufe der letzten 3 Wochen bestimmt 15-20x kontaktiert,

aber keine verbindliche Aussagen über Gründe und Gutschriftsdauer bekommen.

Auch die direkte Kontaktaufnahme mit der Finanzabteilung war ohne Erfolg.Keine

Rückmeldung, lediglich eine automatische Eingangsmeldung habe ich bekommen.

Die beiden Beträge wurden sofort abgebucht

Wolfgang M***

Hi luckylooser007,

Thank you for your patience.

In order to proceed with your complaint, I will need both payment receipts with visible transaction numbers. These receipts will help us verify your deposits and any other related transactions. If you have any receipts or confirmation emails from your payment provider or the casino, please forward them to [email protected] so we can review them.

Looking forward to hearing from you soon.

Hello,

I have sent you the receipts with the transfer details on

27.3.25 sent by email

If you have not received it then please give me

Let me know, then I will send it again

Wolfgang M***

Hallo,

ich habe die Belege mit den überweisung.daten Ihnen am

27.3.25 per Mail übermittelt

Falls Sie die nicht bekommen haben dann geben Sie mir bitte

Bescheid, dann schicke ich sie nochmals

Wolfgang M***

Hi luckylooser007,

I'm sorry to learn that there hasn't been any progress since 28.2. Could you kindly share your bank statement, highlighting the deposit? The statement should cover the period from the day of the deposit until now, providing evidence that the funds left your account without being refunded.

Thank you.

Dear luckylooser007,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.